Monthly Archives: December 2002

“Retention explains profits better than market share, scale, cost position, or any of the other variables usually associated with competitive advantage.” — The Loyalty Effect, by Frederick F. Reichheld I was driving into Boston in the middle of a snow storm last week, on my way to an early morning business breakfast. Feeling pretty bad already — cold hands, cold feet, poor driving conditions and forced to put on a suit at 6:00 in the morning — I decided to […] Click to read more…

Grab a blank sheet of paper and a pen. On it, draw a donut (if you’re eating breakfast as you read this, feel free to draw your donut). If all went well, you’ve now got a piece of paper with two circles on it, one inside the other. Although I admit it’s a bit of an oversimplification, when it comes to using an E-Newsletter as a business marketing tool, this donut illustrates how I view the world (now you know […] Click to read more…